QMS Awareness Training

An overview of the Quality Management System

Prepared byAnupam Ray

What is ISO 9001.......

• It’s a quality management system that can be adopted by any kind of organization

• The system is focused towards the meeting of customer requirements and enhancing of customer satisfaction

Keywords: 1. Quality2. Management system3. Customer requirements4. Customer satisfaction

“Degree to which a set of inherent characteristics fulfils requirements”

(source – ISO 9001:2015)

What is Quality….

Customers

provides

OrganizationProducts / services

requirements

supplies

Characteristics

How was it? Customer satisfaction survey

results

Satisfied? Not satisfied?

improve

1

2

3

4

5

Proprietary and confidential. All rights reserved

“a system to direct and control an organization with respect to quality!!!”

QMS expressed as the organizational goal and aspirations(source – ISO 9001:2015)

Quality Management System

Processes

ObjectivesPolicies

What is Quality Management System….

Results of the QMS

Quality Management System (4)

Organization and its context (4)

Customer requirements

Needs and expectations of relevant interested parties (4)

Customer satisfaction

Product and services

Leadership (5)

Improvement (10)

Support and Operation

(7,8)

Performance Evaluation (9)Planning (6)

PLAN DO

CHECKACT

QMS Model….

Part of Quality Manual

Published on Intranet

Expresses Top Management’s commitment towards quality

All employees MUST understand and apply the quality policy

Quality Policy….

8 Quality Management Principles….

The ISO 9001 Standard is based on these principles

1. Customer focus2. Leadership3. Involvement of people4. Process approach5. System approach to

management6. Continual improvement7. Evidence-based decision making8. Relationship management

Employee responsibility….

• Know the Quality Policy• Aware of the relevance and importance

of your activities and how you contribute to the achievement of the quality objectives

• Compliant with the requirements of the QMS, as stated in the Quality Manual, procedures, Quality Plan, etc.

• Provide feedback or ideas about the QMS • Report any nonconformities

What do you measure….

1. Customer satisfaction (Survey, returns rate, complaints, lost business, etc)

2. Process conformance and effectiveness (internal audit)

3. Process performance (Key Performance Indicators and quality objectives)

……….…Analyze what you measure………….

What to improve….

• The organization shall continually improve the effectiveness of the quality management system through the use of the quality policy, quality objectives, audit results, analysis of data, corrective and preventive actions and management review.

• All nonconformities require corrective actions• All potential nonconformities require preventive

actions.